ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Assess how they’re going to harness analytics to make the right decisions. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Don’t get locked into unfavorable terms!

B2C 346

B2C Customer centricity Feedback Upselling 346

ProProfs Blog

AUGUST 6, 2021

Employee engagement software are tools that help organizations to increase employee engagement. Such tools help companies to collect employee data and understand overall employee satisfaction in the organization. . Most of these tools come with the option to collect employee feedback via surveys or questionnaires. .

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

3CLogic

JANUARY 28, 2025

Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

CSM Magazine

JANUARY 3, 2025

AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

TeleDirect

JANUARY 7, 2025

Utilizes advanced tools, such as call routing and CRM integration, to enhance efficiency. Advanced analytics and reporting to monitor performance and identify trends. Uses AI-driven tools to streamline workflows and optimize service delivery. Reduces wait times by ensuring adequate staffing during peak hours.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

ShepHyken

APRIL 30, 2021

Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. One idea is to integrate your live chat software with your CRM so that you can save chat transcripts that can be referred to during future conversations.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

JustCall

MARCH 23, 2023

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. If you’re wondering how to increase customer retention, CRM tools can help here too.

CRM 132

CRM Sales Customer retention Metrics 132

TeleDirect

MARCH 13, 2025

Access to Advanced Technology Top call centers utilize AI-driven chatbots, CRM software, and analytics tools to optimize performance and improve service quality. Technology and Infrastructure Check if the call center uses the latest CRM, AI-powered tools, and security protocols.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Live engagement tools are a boon for contact centers to handle such scenarios.” Omnichannel analytics will be used to unify and improve CX.

Call Center 376

Call Center Technology Banking Contact Center 376

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

Surveys 62

Surveys Customer centricity Wait times CRM 62

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. AI agents, such as chatbots and virtual assistants, are no longer just tools for answering simple customer inquiries.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

aircall

JANUARY 28, 2022

Pipedrive was created to add an extra level of intuition and usage to the typical CRM system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. This CRM takes your sales process and breaks it into customizable steps within its system. How Does It Work? Pipedrive Integrations.

CRM 118

CRM Sales call center software Analytics 118

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. CRMs: Salesforce and HubSpot.

CRM 117

CRM Upselling SaaS Chatbots 117

ShepHyken

MAY 19, 2020

Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. About: Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems , where he leads the company’s CRM market vision and strategy.

CRM 241

CRM Coaching Self service Analytics 241

Callminer

MAY 12, 2020

As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. After all, not every tool is fit for a company’s needs. This succinct buying guide will help you cut through the noise in the call center software market and choose the best tools for your organization.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

Outsource Consultants

FEBRUARY 25, 2025

Leverage Data Analytics for Targeted Campaigns Data analytics plays a vital role in boosting ecommerce sales through call centers. For example, you can use data analytics to identify customers who are likely to be interested in a new product line based on their past purchases. CRM integration also facilitates proactive service.

Call Center 67

Call Center Sales outsourcing Technical Support 67

ChurnZero

JUNE 15, 2023

Most recently, we’ve seen leaders question whether they should revert to using their organization’s longstanding incumbent sales tool—the CRM—as an interim solution to their team integration challenges. Treating a CRM as a Swiss Army Knife is both inefficient and reductive to the work of post-sale teams.

CRM 96

CRM Sales Accountability Analytics 96

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ShepHyken

OCTOBER 29, 2021

If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. As a result, many establishments are utilizing call center tools that are based on KM these days. CRM integration . Call center tools should include the feature that lets agents make outbound calls.

call center software 206

call center software Call Center Customer Support Scripts 206

Blueship Call Center

DECEMBER 30, 2024

Modern call centers also use AI-driven tools and predictive analytics, along with real-time chatbots, to improve customer satisfaction by responding quickly. The tools are transforming the industry, from predictive analytics improvement to automation of more routine tasks, to better performing agents.

outsourcing 75

outsourcing Call Center Technical Support Telemarketing 75

CSM Magazine

MARCH 28, 2025

To save you time, weve compiled a list of the 25 best customer service software tools you should consider in 2025 , broken down into free and paid options that cater to specific needs. These tools: Centralize all customer queries for easy management. These tools: Centralize all customer queries for easy management.

Customer Service 52

Customer Service B2B Chatbots B2C 52

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential. Addressing complaints.

CRM 93

CRM Customer Experience Self service Education 93

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning.

Coaching 52

Coaching Call Center Morale Analytics 52

TeleDirect

DECEMBER 24, 2024

Advanced Technology Outsourcing providers leverage state-of-the-art tools and platforms , including CRM systems and analytics dashboards. Leverage Technology Work with providers that use advanced tools , such as CRM platforms and analytics software. Q: How does outsourcing improve customer satisfaction?

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

TeleDirect

JANUARY 17, 2025

Tools and Technologies to Support Difficult Calls Modern call centers leverage advanced tools to assist agents in managing challenging customer interactions. Key technologies include: Customer Relationship Management (CRM) Systems: Provide access to customer history and preferences for personalized support.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Lauren Stafford is a Digital Publishing Specialist at Discover CRM. discover_crm. When purchasing a call monitoring solution…”. Craig Borowski.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Myra Golden Media

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. Another way to optimize agent performance is by providing them with the right tools and technology.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TechSee

DECEMBER 11, 2018

Technologies: Data Analytics, AI, AR solutions. As contact centers move beyond the standard ticketing, CRM and IVR systems, three primary fields of technology have emerged at the forefront of proven, results-driven innovation.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

ShepHyken

NOVEMBER 29, 2019

CRM tools are increasingly incorporating social media into their customer support modules. The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. This effect is more pronounced than ever.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

TeleDirect

FEBRUARY 3, 2025

Empower agents with tools to resolve issues efficiently. Utilize CRM systems to access customer history. Utilize Call Center Technology & AI for Efficiency Modern American call centers use AI-driven analytics and CRM software to improve customer interactions. Equip agents with thorough product and service knowledge.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Integrity Solutions

MARCH 11, 2025

A sales performance dashboard consolidates data from sources such as CRM software, sales enablement platforms, customer interactions and others into a visual representation of key sales metrics and data points. Leaders need to be vigilant about ensuring the tools and systems are driving performance, not distracting from it.

Sales 52

Sales Metrics CRM Coaching 52

CSM Magazine

NOVEMBER 26, 2024

Today’s digital tools are transforming how mortgage lenders interact with clients, making the experience faster, more transparent, and less stressful. Personalized Mortgage Solutions Through Data Analytics Data analytics are enabling mortgage companies to offer more personalized solutions.

Technology 52

Technology Customer Service Real estate Chatbots 52

TeleDirect

DECEMBER 20, 2024

What technology and tools does the call center use? Teledirect Advantage: Teledirect utilizes state-of-the-art tools, including Automatic Call Distributors (ACD) and Customer Relationship Management (CRM) systems. What reporting and analytics capabilities does the call center offer?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

ROI CX Solutions

MARCH 12, 2025

With a well-integrated customer relationship management (CRM) system, omnichannel contact center agents can pick up conversations right where they last left off, communicating through each customer’s preferred channels. Prompt, quality customer service is one of the most powerful tools for ensuring customer retention.

Contact Center 52

Contact Center Multichannel Interactive Voice Response Best practices 52